Cold Stone Creamery — Restaurant in Aurora

UPDATE: Within about a day of my writing this review, someone finally reached out to resolve my issue. I am udating from 1 star to 3 stars because the amount of time it took to get this taken care of was unreasonable. I usually have no problems with this location, but if you do have an issue, follow up is nonexistent. I ordered delivery and the store gave the driver the wrong order (the driver was Doordash and the ticket was Uber; the name was nowhere close to mine). When I called the store to tell them they said they knew and had remade the other order and they could redo mine and request a new driver from Doordash. After an hour and no redelivery I called the store again. They told me they forgot to call but I could just come get my order because it was made and sitting in the freezer. I drove down there to get my order and I requested the delivery fee and driver tip be refunded to which they said of course. I got home and my order was wrong! There was something full of peanut butter and none of our items should have had PB. Called thre store, AGAIN and asked that I be refunded for that item in addition to the delivery fee and tip. Was told again, of course they would add that to the receipt they had set aside to process the refund. 4 days later, the full charge processed on my card. I have called the store many times requesting management, owner, ANYONE to call me back so we can resolve this. This incident happened April 28th; its May 23rd and...

The cake inside the ice cream cake was hard and tasted stale. I went in to speak with a manager or owner. A worker said I could not call. Had to email only. I sent this email, with my phone number and email. It has been several weeks and no response at all. Never going to the Buckley location again.

Here is the email; Hello Anjali,

I had to let you know about the cake I picked up on Monday, 10/9.

I have never had a bad cake from Coldstone before. The cakes are always so good. We even order a little larger cake so we will have enough for those wanting seconds.

We have been ordering from Coldstone in Southlands. My daughter picks it up on her way home.

I wanted to start ordering from your Buckley store because it is close to home and easier for me to get cakes.

This cake was ordered with yellow cake.

Something is wrong with your yellow cake. It was hard and very dry. It tasted old and stale.

I suspect either you do not sell many yellow cakes and this one expired in your freezer.

Or the cakes you have did not get rotated, and the newer inventory is used first. While this one sat and expired.

The ice cream part of the cake is great as usual. We just have to cut the cake part off and discard it.

I thought you should know.

Thank you,

Bob Hunt

3/12/2024 update. Never got ANY response from management or the owner. Very poor business practice. Not even a response to my review. They...

I used to live by the one in Arvada, and it is just amazing (including the fact that it has a piano anyone can play). They are a 5 star location.

So why the 1 star? It just seems like everything gets worse in Aurora. This store doesn't like accepting coupons for one. They said they wouldn't honor the birthday coupons. But that isn't all. They have mischarged multiple times. Charging for even one add-on when the coupon said one was included. The amount of ice cream we get also drops noticeably when we use a coupon. Their ice cream is expensive, and getting harassed for using a coupon is rather annoying. We have been to the three nearest cold stones to this one, and we have never been harassed for buying ice cream. Even though this is the closest one, if we want Cold Stone, we will go anywhere...